Spark - Huawei HG659b modem - internet ALWAYS drop when in/outcoming call...

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tony79429

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Topic # 195135 7-Apr-2016 12:36

After the installation of my broadband, internet alway drop of when there is any in/outcoming calls.

- I am not use if I am using a ADSL or VDSL (my provider told me its ADSL, BUT the worker installed a VDSL?? jack pint on my wall?)

- My phone is digital phone that use RJ11 cable

- I put the RJ11 phone cable in the internet socket on the filter.

- the internet still drop off when there is a call

What shall I do now...?

PeterReader

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Reply # 1527584 7-Apr-2016 12:36

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

you have reset your modem and router
your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap
your tests are always done on an ethernet connection to the router - do not use wireless for testing
you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

Your ISP and plan
Type of connection (ADSL, ADSL2, VDSL)
Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
Your general location (or street)
If you are rural or urban
If you know your connection is to an exchange, cabinet or conklin
If your connection is to a ULL or wholesale service
If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

Lias

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Reply # 1527605 7-Apr-2016 12:54

3 people support this post

The phone cable should be going into the BT socket on the filter, not the RJ11.

Or better yet get a master filter installed by a professional.

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tony79429

3 posts

Wannabe Geek

Reply # 1527615 7-Apr-2016 13:06

Lias:

The phone cable should be going into the BT socket on the filter, not the RJ11.

Or better yet get a master filter installed by a professional.

Thanks for your reply,

is the whitｅ box I　shown in the image (DSL jact point?) a master filter? Because I remember the technician did mentioned its some kind of converter or something..

So for the phone, I will need a RJ11->BT convertor cable?

Thanks

yitz

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Reply # 1527619 7-Apr-2016 13:11

tony79429: So for the phone, I will need a RJ11->BT convertor cable?

I would expect most cordless/phones sold in NZ would come with one. I know a basic model Panasonic cordless DECT phone purchased came bundled with both RJ-11 to RJ-11 and RJ-11 to BT cables.

Jase2985

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Reply # 1527625 7-Apr-2016 13:21

if you have VDSL with spark you should have a dedicated jackpoint that is only used for your VDSL modem/router. all he other jack points should be used for the phones. you need to find this out.

Wheelbarrow01

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Spark NZ

Reply # 1527733 7-Apr-2016 15:35

2 people support this post

The Spark standard for VDSL is for the newly installed jackpoint to have a master splitter behind it and it should ONLY be used to plug your modem into. It looks like your phone is plugged into that jackpoint via a splitter which, if the technician has done his job properly, should not even be required at all.

Can you please remove the phone and splitter box entirely, and ensure only your modem is plugged into the new jackpoint? Then plug your phone directly into any other working jackpoint in the house. It should work fine without the need for the splitter box.

The views expressed by me are not necessarily those of my employer Spark NZ Ltd

InstallerUFB

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Reply # 1527746 7-Apr-2016 15:58

One person supports this post

tony79429:

After the installation of my broadband, internet alway drop of when there is any in/outcoming calls.

- I am not use if I am using a ADSL or VDSL (my provider told me its ADSL, BUT the worker installed a VDSL?? jack pint on my wall?)

- My phone is digital phone that use RJ11 cable

- I put the RJ11 phone cable in the internet socket on the filter.

- the internet still drop off when there is a call

What shall I do now...?

This is a structured cabling RJ45 Outlet -( the xDSL installer did not put this in ) with an RJ45 to BT adapter - then a DSL filter.

Remove the DSL filter and the adapter and plug the phone cord straight into the socket.

as your DSL apears to be connected via a master spliter (bottom photo) , this plug in filter should have no effect on the line.

this all looks correct - your modem should be plugged into the single socket in the midle

On top is an ADSL master Spliter (not one suitable for VDSL) - the modem would be connected to the line on the orange/white pair side and your phone should be connected through the wiring connected to the blue/white pair side

---

If all this is wired correctly and you are still having problems then call your provider and report a fault - be aware that any problems with the wiring will more than likely cost you to have them fixed.

tony79429

3 posts

Wannabe Geek

Reply # 1527749 7-Apr-2016 15:59

Wheelbarrow01:

The Spark standard for VDSL is for the newly installed jackpoint to have a master splitter behind it and it should ONLY be used to plug your modem into. It looks like your phone is plugged into that jackpoint via a splitter which, if the technician has done his job properly, should not even be required at all.

Can you please remove the phone and splitter box entirely, and ensure only your modem is plugged into the new jackpoint? Then plug your phone directly into any other working jackpoint in the house. It should work fine without the need for the splitter box.

Yes, I did that at beginning but problem is still there.

Now, I use a BT-RJ11 converter cable to connect my phone and the splitter, it now works fine!

So I guess I will stick to this basic solution for now.. as long as it works. LOL

Thanks for your reply BTW.

InstallerUFB

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Reply # 1527753 7-Apr-2016 16:05

3 people support this post

after reading you last reply - i would suspect that the Master filter is either faulty or your cabling/patching has a problem.

What you have done will work (add an extra filter) but is not the best solution for the best xDSL performance and may lead to further issues